Support Plans — Professional Services — Training

Support Plans

1) Included 30-Day New Customer and Trialware Support
New customers and trialware evaluators receive email, fax and telephone based software support. This complimentary support plan begins when the software or system is estimated to arrive at your location (not on installation) and is available during standard FaxBack Support hours (6:30am – 5:00pm PST) excluding holidays.

2) Standard Support Plans
FaxBack support engineers are skilled in troubleshooting, problem diagnosis and identifying resolutions. Benefits include:

• Support duration: sold in 1, 2 and 3 year plans
• Hours of coverage: 6:30am to 5:00pm PST, on business days Monday thru Friday (Except Holidays)
• FaxBack Customer Connection – dial-in or remote access to customer-system for rapid resolution
• Telephone, email and fax access to Technical Support Team during hours of coverage
• Online Knowledge Base Access
• Number of incidents: unlimited
• UPDATES: Service packs, software updates and product releases.
  - 8.5 Release Notes
  - Legacy Versions
• For new and renewing support customers: Standard Support is invoiced at 15% of the total current list price of the software products purchased

3) Around-the-clock 24x7 Support Plans
Includes all the features of our Standard Support plan plus expedited 24x7 support. This support plan is geared toward organizations with mission-critical fax systems that cannot risk downtime. Enables customers to handle system maintenance, upgrades or other potential support issues during non-business and non-critical hours of operation.

• Includes all the features of the Standard Support PLUS:
• Expedited 24x7 support, 365 days a year - including holidays
• After business hours and holidays receive a call back from a support engineer within 30 minutes
• For new and renewing support customers: Around-the-clock 24x7 Support is invoiced at 25% of the total current list price of the software products purchased

For more information contact your sales sales representative.

Professional Services

FaxBack helps you get the maximum value from your NET SatisFAXtion investment.

1. Preconfiguration Services
   We strongly recommend this affordable service! Right along with your IT person, a highly experienced FaxBack support engineer will log onto your system and install and configure your fax system optimizing it for your organization and IT infrastructure.



2. Professional Services
   A Professional Services Engineer will remotely access your server and provide the following:
      - Installation and configuration assistance
      - Basic product walk through
      - Q & A Session



3. Custom Professional Programming Services
   Professional services for customized fax features/functionality. Requires scope call and custom quote by Professional Services Engineer.

For more information contact your sales sales representative.

One Year Quarterly Software Tune-Up

Ensure your Fax Server is running at it's optimal performance with our quarterly tune-up service. A FaxBack support tech will remotely access your server to perform software maintenance.

• Clear out cashed files
• Run error detection for any transmission errors that may be occurring
• Install latest updates & patches
• Archive historical data
• Ensure user configurations are running efficiently

For more information contact your sales sales representative.

Training

As with most business software... employees initially use only a fraction of the functionality built into their systems. Learn all the capabilities of your software and maximize the value of your FaxBack applications with expertise from the people who know it best: our technical training engineers.

1. Training at FaxBack Headquarters
2. Remote Online Training
3. On-site Installation and Training
4. Custom training designed specifically for organizational requirements.
   

For more information contact your sales sales representative.